How would you rate your cell phone company’s customer service? To get the answers to these questions, we conducted a survey and here are some of the words consumers used most often:
Dread
Frustrated
Angry
Hopeful
I’ll bet you can add some of your own words to that list, but the end result would probably be more negative ones than positive.
Customer service basics are a part of all inside sales positions. How are you at these crucial skills?
Take the following quiz yourself and … [Read more...]

Most of the agents and advisors we train are amazed to find out that asking your clients the right sales questions, can make such a huge difference… Not only in making a sale… But also, in the size of the sale! Why? Because asking the right sales questions is how you find out what’s important to your clients. Which also helps you to provide your clients with the right solution to their problems. Plus, when you ask the right sales questions… Your clients will tell you exactly what you need to do … [Read more...]

Years ago, they used to say you had just a couple of minutes to make a good impression when selling over the phone.
As the Internet got popular and email lost its luster, they said you had just a minute to grab someone’s attention and earn the right to continue your pitch.
Then as texting became the new mode of personal communication, that one minute shrunk to about 30 seconds…
These days, as even texting is being ignored, you’ve got about 5 seconds to diffuse the myriad of emotions and … [Read more...]

I’m working with an inside sales team who are having success with a cold calling opening that previously I had recommended against using. After listening to their recorded calls though, I’ve been surprised by how effective it is!
While experimenting with variations of this prospecting approach, I’ve developed 5 new cold calling openings and listed them below. My new recommendation is that you try these for yourself to see how they work for you:
Surprise cold calling opening #1: “Did I … [Read more...]

Who hasn’t been surprised when we have worked hard on a proposal, inquiry or connection of any kind - and then the recipient goes radio silent?
Often people don’t know how to “reject “ us so they do nothing and that can often leave us waiting, in limbo and basically - we just want to know.
Others, unfortunately, are discourteous and may have forgotten what it feels like if the shoe was on the other foot.
There may be no interest or some uncertainty, however, I would much rather someone … [Read more...]

Nothing is more frustrating than making an appointment with a good sales prospect and then calling and getting their voicemail at the time of the meeting.
Actually, there is something more frustrating: having to then chase these sales prospects and never connecting with them again!
If you would like to make your appointments more “sticky” and actually have your sales prospects be there when you call, then follow the 5 steps below:
Step One: Don’t just send a meeting request and then … [Read more...]

If you’re an inside sales manager, then you know all about metrics. In fact, whenever I consult with new clients, the owners and managers automatically begin showing me their call monitoring reports. They show me metrics on how many calls a rep is making, how much average time each rep spends on the phone, what the top of the funnel looks like, what their conversion rate is, and so on.
When they ask me what I think, I tell them they are missing the most important thing. Now don’t get me … [Read more...]

As a homeowner, I‘m always having to fix something. Those of you who own homes know exactly what I mean. I’m in the habit of getting a variety of quotes for the big stuff, and it’s amazing how some companies/sales reps follow up on a sales quote (and so get the business), and others don’t. Here’s a recent example:
My air conditioning coil went out (my existing heating and air company—we’ll call them Air Quiet—quoted me $2,500 to replace it), so I decided to have another company—we’ll call … [Read more...]

Let's face it, the 'Old Style Sales Techniques' that have been taught for the past 50 years or more have completely lost their effectiveness. People today are too smart to fall for all those sales mind games and gimmicks. Sales occur 98% of the time because the prospect has developed some respect and trust for the insurance agent. That type of relationship is born from having real conversations with people.
Today, you must learn to ask the RIGHT questions to get your insurance prospects to … [Read more...]

Although Americans are living longer lives, they aren’t necessarily healthier in those later years. In fact, it’s more than likely many, your clients included, will require some hands-on care or assistance during the aging process. This, for many, will mean significant out of pocket expenses with serious financial implications. As advisors, it is important that we become knowledgeable about various solutions to this risk, even if long-term care planning is not necessarily a primary focus of our … [Read more...]